~. Thomas Cook Airlines

US SECURITY MANUAL

Aviation Disaster Family Assistance Plan
VThomas Cook Airlines

GROUP AIRLINE CRISIS MANAGEMENT PLAN

GACMP

u. S. A.

Page 1

Introduction, To whom it may concern 2

Family Assistance Plan 3

Family Assistance Plan, continued 4

Family Assistance Plan,' continued 5

Family Assistance Plan, continued 6

Thomas Cook Airlines Scandinavia Contacts: 7

Passenger Manifest Information Plan 9

Passenger Manifest Information Plan, continued 10

Enhanced passenger manifest information , 11
VThomas Cook Airlines

GROUP AIRLINE CRISIS MANAGEMENT PLAN

GACMP

Introduction, To whom it may concern.

Page 2

To meet the requirements stated in the US Foreign Air Carrier Family Support Act of 1997,

Thomas Cook Airlines Scandinavia AlS has issued this Aviation Disaster Family Assistance Plan

covering their operation to and from the USA.

The plan is backed by Thomas Cook Airlines Scandinavia AlS' Group Airline Crisis Management

Plan (GACMP), giving prepared procedures to be followed at the Head office of the airline, in

case of an accident or serious incident to one of the company's aircraft.

The GACMP is tested frequently and is updated on an ongoing basis.

Yours faithfully,

Thomas Cook Airlines Scandinavia AlS

Henning Romme-M0lby

Head of Quality & Security
«:/ Thomas Cook Airlines

GROUP AIRLINE CRISIS MANAGEMENT PLAN

GACMP

Family Assistance Plan

I. Purpose

Page 3

Thomas Cook Airlines Scandinavia AfS ('Carrier") hereby adopts this Aviation Disaster

Family Assistance Plan in order to:

(i) Act in the best interests of the families of passengers involved in any aircraft

accident involving Carrier's aircraft and resulting in a major loss of life;

(Ii) Treat the members of such families with dignity and respect and to assist them in

the manner outlined below;

(iii) Co-ordinate the assistance which Carrier provides to families of passengers with the

efforts of the National Transportation Safety Board ("NTSB') and other

governmental agencies in the event of an aviation disaster;

(iv) Fulfill Carrier's responsibilities under the Foreign Carrier Family Support Act of

1997.

II. Response Planning

Carrier will immediately undertake the following measures to enhance its response to an

aviation disaster:

1. Carrier will adopt a plan for publicizing a reliable, toll-free telephone number, and

will identify personnel, to handle calls from families of passengers.

2. Carrier will develop a plan for providing notification to families of the names of

passengers using the services of an independent disaster relief organization

designated by the NTSB or other suitably trained personnel.

3. Carrier will prepare and keep current a list of personnel with family assistance

responsibilities.

4. Carrier will identify and commit sufficient resources to carry out this plan.

5. Carrier will provide adequate training to the employees and agents of the carrier to

meet the needs of survivors and family members following an accident.
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Family Assistance Plan, continued

Page 4

6. Carrier will, in the event that carrier volunteers assistance to United States citizens

within the United States with respect to an aircraft outside the United States

involving major loss of life, consult the National Transportation Safety Board and the

Department of State on the provision of assistance.

III. Passenger Identification and Notification

A. Passenger Identification

1. Immediately following an accident, Carrier will compile a list of the passengers

onboard the flight.

2. Carrier will rely on the duly authorized medical examiner or coroner for positive

identification of fatalities.

3. Carrier will update the list of passengers periodically based on new information.

4. Carrier will emphasize to its personnel the confidential/sensitive nature of the

passenger manifest information.

B. Notification Procedures

1. . Immediately upon request, Carrier will provide to the NTSB family support services

director a passenger list that reflects the best available information at the time of the

request. The list will be marked, if appropriate, "preliminary and unconfirmed".

2. Before public release of the passenger list, Carrier will notify families as soon as it

has verified an individual's status as a passenger on the affected flight without

waiting for all the names of passengers to be verified. If at all practicable,

notification of families will be made in person by Carrier or by the independent

nonprofit organization (e.g., Red Cross) designated by the NTSB to co-ordinate

emotional care and support for families of passengers.

3. Carrier will adopt an intemal airline policy prohibiting the unauthorized release of

passenger manifest information.

4. If a passenger has died, the medical examiner or coroner will co-ordinate with the

disaster mortuary team commander to provide official notification of death to family

members.
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GROUP AIRLINE CRISIS MANAGEMENT PLAN

GACMP

Family Assistance Plan, continued

Page 5

5, For injured passengers, the hospital is responsible for status updates and either the

hospital or the Carrier will advise the families,

IV, Family Access To The Accident Site

1, Within limitations established by the NTSB and other federal, state and local

authorities, Carrier will respond to family requests for access to the accident site,

2, Carrier will assist the family of a passenger in traveiing to the location of the

accident and will provide for the physical care of the family while the family is

staying at such location,

V, Human Remains And Personal Effects

1, The medical examiner and coroner is responsible for the disposition of identifiable

and unidentifiable human remains,

2, NTSB and other federal, state and local authorities should return identifiable

personal effects to the passenger's family and not to the Carrier. The same

authorities should determine the disposition of any unidentifiable personal effects,

3, If human remains or personal effects come into the Carrier's control, the Carrier will:

(i) Consult with each family about the disposition of any remains or personal

effects in the Carrier's control.

(ii) If requested, return to the family any personal effects (regardless of

condition) within the control of the Carrier unless the personal effect is

needed for an accident investigation or a criminal investigation,

(iii) Retain for eighteen (18) months any unclaimed personal effect of a

passenger that is in the Carrier's control.
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GROUP AIRLINE CRISIS MANAGEMENT PLAN

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Family Assistance plan continued

VI. Designated Independent Organization

Page 6

1. Carrier will work with the NTSB-designated independent organization (e.g., Red

Cross) on an ongoing basis to ensure that families of passengers receive an

appropriate level of mental health and counseling services following an accident.

2. Carrier will provide reasonable compensation to the designated independent

organization for any mental health and counseling or other services provided to the

families of passengers.

VII. Post-Accident Assistance

1. Carrier will consult the families of each passenger about construction by the Carrier

of a monument to the passengers involved in an aviation disaster, including any

inscription of the monument.
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Thomas Cook Ajrlines ScandjnaYia Contacts;

Page 7
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INTENTIONAllY LEFT BLANK

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~ Thomas Cook Airlines

GROUP AIRLINE CRISIS MANAGEMENT PLAN

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Passenger Manifest Information Plan

U.S.A.

Page 9
VThomas Cook Airlines

GROUP AIRLINE CRISIS MANAGEMENT PLAN

GACMP

Thomas Cook Airlines Scandinavia A/S

Passenger Manifest Information Compliance Statement

Page 10

Thomas Cook Airlines Scandinavia NS ("THOMAS COOK AIRLINES

SCANDINAVIA") hereby submits this plan for collecting the information required from U.S. citizen

passengers travelling onboard flights operating to and from the United States.

1. On flights where THOMAS COOK AIRLINES SCANDINAVIA is the operating

carrier, THOMAS COOK AIRLINES SCANDINAVIA will secure the collection of the

required passenger manifest information (first name, middle initial and last name)

from all U.S. citizen passengers.

2. Before passengers are permitted to board the aircraft, THOMAS COOK AIRLINES

SCANDINAVIA will advise all U.S. citizen passengers, through appropriate notice at

airport gates, that they must provide' their full name (first name, middle initial, last

name). THOMAS COOK AIRLINES SCANDINAVIA will also request in the same

airport signs, that U.S. citizens provide the name and telephone number of an

emergency contact (other than another passenger on the same fiight). THOMAS

COOK AIRLINES SCANDINAVIA will collectthis information using the attached

form.

3. In the event of an "aviation disaster", as defined in 14 C.F.R. Part 243, THOMAS

COOK AIRLINES SCANDINAVIA will provide complete passenger manifest

information to the U.S. Department of State, Managing Director of Overseas Citizen

Services, as soon as possible but no more than three (3) hours later. The phone

number for the Managing director is (202) 647-1512. Upon request, such

information will also be provided to the National Transportation Safety Board.

4. THOMAS COOK AIRLINES SCANDINAVIA will retain a record of the required

passenger manifest infonmation until all U.S. citizen passengers for a covered flight

segment have disembarked from the aircraft.
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GROUP AIRLINE CRISIS MANAGEMENT PLAN

GACMP Page 11

5. THOMAS COOK AIRLINES SCANDINAVIA has established a 24-hour contact

centre, which is available at any"time that THOMAS COOK AIRLINES

SCANDINAVIA is operating a flight segment covered by the passenger manifest

information requirements. The name and telephone for the THOMAS COOK .

AIRLINES SCANDINAVIA contact is:

Thomas Cook Airlines Scandinavia Movement Control:

Enhanced passenger manifest information

I

I

THOMAS COOK AIRLINES SCANDINAVIA AfS

ENHANCED PASSENGER MANI~EST INFORMATION

I

The following infonnati~n may be used for all pornons of your itineJry

I

Passenger Name (Last, First, Middle) IFii9ht" Date"

,

,

:

Contact Name'" (contact person cannot be travelling with you on .Contact's Phone number. Country of Citizenship"

any flight segment of your itinerary)

I

"You are not required to provide this information but are encouraged to do so .

.